The great thing is we also have live chat attached to the clientarea and a signed in client automatically has their account details picked up by the chat software letting the chat rep know whom it is they are transacting with.
Just as with ticket, all live chat tickets can be archived, delegated to a specific support request and tracked.

That is a great implementation.

As a client, I would much rather be in a live chat resolving the matter than sitting tight and waiting for a reply to my ticket. It'd give me a peace of mind and a more positive image of the company to know that my issue is being worked on, right now. Even if it means waiting 30 minutes, the convenience of knowing you can fix an issue through conversation, a format way more familiar, is a great add-on.